Credit reporting or other personal consumer reports -- Problem with a company's investigation into an existing problem -- Complaint #7505727
Complaint Overview
Complaint ID: 7505727
Company: Transunion Intermediate Holdings, INC.
Product: Credit reporting or other personal consumer reports
Sub-Product: Credit reporting
Issue: Problem with a company's investigation into an existing problem
Sub-Issue: Their investigation did not fix an error on your report
State: California
ZIP Code: 91106
Date Received: 2023-09-05T12:00:00-05:00
Date Sent to Company: 2023-09-05T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I can not access my TransUnion account online, and TransUnion can not figure out what the problem is. XX/XX/XXXX - I try to log into my TransUnion account to remove a credit freeze so I can change my internet service to fiberoptic cable. Currently, the provider says there's a freeze on my accounts so they can't check my credit. I have removed the credit freeze from the other two credit agency accounts, but can't access TransUnion. Over several days I reset my password several times, try to set up a new account, empty the cache. I wait before logging in to see if any of these steps works. XX/XX/XXXX - Call TransUnion. Representative tells me that he can get into my account and that it looks OK on TransUnion 's side. With his assistance I clear the cache and reset the password. He tells me that I should wait XXXX hours and try to log on again. XX/XX/XXXX - XXXX later. I still can't log on. I call TransUnion. They suggest basic trouble shooting : new browser ( I switch to XXXX and reboot my computer ), clearing the cache. Representative puts me on hold to follow up on what to do. After a XXXX minute wait he tells me there is something wrong with my account, perhaps it needs to be rebuilt. Gives me a case number and says TransUnion will follow up in XXXX business days. XX/XX/XXXX - I haven't heard from TransUnion, call to follow up, provide the case. Rep tells me he can't see anything wrong with my account and puts me through the same basic trouble shooting. I tell him I have already done all these things with the previous representatives. I ask what the case says. He says it says there's nothing wrong with my account. I tell him I need to get into my account to remove a credit freeze. He tells me there is no credit freeze. This worries me because I put a freeze and fraud alert on all my accounts several years ago due to identity theft. He gives me another case number and says in XXXX hours a manager will call to follow up with me. I have no confidence TransUnion will resolve this issue because they repeatedly suggest the same solutions ( basic trouble shooting ). And they didn't follow up proactively on the last case, as promised. I am now worried that this account is compromised due to the previous identity theft, but I can't see the account because TransUnion has not solved the problem.
Frequently Asked Questions
What is Complaint #7505727 about?
Complaint #7505727 was filed against Transunion Intermediate Holdings, INC. regarding Credit reporting or other personal consumer reports specifically about Problem with a company's investigation into an existing problem. It was received by the CFPB on 2023-09-05T12:00:00-05:00.
How did Transunion Intermediate Holdings, INC. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Credit reporting or other personal consumer reports) and describe your issue in detail.
Can I see other complaints against Transunion Intermediate Holdings, INC.?
Yes, visit the Transunion Intermediate Holdings, INC. company profile at readthecomplaint.com/company/transunion-intermediate-holdings-inc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.